Software Senior Support Specialist

Latham, NY

At UL, we know why we come to work.

Thousands of us around the world wake up every day with a common purpose: to make the world a safer, more secure, and sustainable place. Science is in our DNA; we are endlessly curious and passionate about seeking and speaking the truth. We take delight in knowing that our work makes a meaningful contribution to society, and we are proud that our culture is centered on integrity, collaboration, inclusion, and excellence. UL stands at the forefront of technological advancement, and we are continually challenged to find new ways to foster innovation and positive change.


Satisfying? Yes. Exciting? Absolutely!

What you’ll learn & achieve:


  • Investigate and troubleshoot system and configuration issues raised by customers or impacting customer
  • Provide assistance to existing customers at critical times of the year
  • Advise and assist customers in maintaining their use and configuration of the software solution
  • Configure the system as per defined requirements using the software user interface
  • Serve as a subject matter expert of product configuration in one or more areas of the product offerings
  • Liaise with developers and product managers for advanced configuration and development of the system
  • Work with technical teams to resolve system and configuration issues
  • Attend customer meetings and calls as and when required as part of support, ensuring a professional image at all time
  • Provide training to customers on existing functionality
  • Provide support, guidance and coaching to more junior team members on cases and help educate them on system functionality
  • Deliver small enhancements and as required, small ad-hoc projects for our customers

What makes you a great fit:


  • Minimum three (3) year of experience in software troubleshooting, technical support, or relevant experience
  • Experience working to effectively troubleshoot, and problem  This includes being able to work independently to analyze the situation, identify obstacles, obtain key pieces of information, and apply knowledge gained to rectify situations and gain mutual resolution
  • Ability to learn new technologies while maintaining high levels of performance in a high-pressure environment
  • Ability to build positive and effective relationships with internal teams across all functions
  • Ability to build and maintain positive and effective relationships with customers
  • Strong communication, both written and verbal
  • Demonstrate proactivity and a drive to learn and improve
  • Bachelor’s Degree in computer science, Information Technology, Sustainability or related technical discipline preferred
  • Industry knowledge in the field of Sustainability (both management and reporting) is a plus
  • Fluent English is essential and additional languages beneficial (e.g., German, French, Spanish, Japanese, Chinese). Dependent on location, the Sr Software Support Specialist may also need to be fluent in the local language

Experience in the following is desirable:

  • SQL/SQL development
  • XML
  • Database structures

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